Sudhir Mattoo HR Leader, Cognitive Solutions Units

IBM, Asia Pacific

[2]

How many of you want to / are expected to deliver accurate, real-

time insights based on cumulative knowledge that existing in

your organization?

How many of you feel like you have the data or tools to do that

job properly?

[3]

44 zettabytes

unstructured data

2010 2020

structured data

Data is growing exponentially…..

650bn Harry Potter books/day

1.8B photos/day

500 hours/minute

700K hours/day You are here

[4]

5

….demanding more sophisticated analytics capabilities D

ata

Analytics Capability

INSIGHT confusion

misleading

High Poor

Small

Large

The New Era of Computing

Tabulating Systems Era

Programmable Systems Era

Cognitive Systems Era

Cognitive Systems learn and interact naturally with people and help them make better decisions by penetrating the complexity and overwhelming volume of Big Data.

‘True North’

Data

[6]

[7]

Cognitive systems amplify human cognition. Cognitive systems don’t do your thinking for you.

They do your research for you so that you can think better.

What is a cognitive business?

[8]

UNDERSTAND

Cognitive

systems

understand

imagery,

language and

other

unstructured

data like humans

do.

REASON

They can reason,

grasp underlying

concepts, form

hypotheses, and

infer and extract

ideas.

LEARN

With each data

point, interaction

and outcome, they

develop and

sharpen expertise,

so they never stop

learning.

INTERACT

With abilities to

see,

talk and hear,

cognitive systems

interact with

humans in a natural

way.

How does cognitive computing Work?

9

Multiple interpretations Hundreds of answer sources • Primary search

• Candidate answer generation

Tens of thousands of evidence sources and scores • Answer scoring

• Evidence retrieval

• Deep evidence scoring

Learned models • Combine and weigh evidence

Inquiry analysis Decomposition Hypothesis generation Synthesis Hypothesis and evidence

scoring

Final confidence merging

and ranking Question Answer

?

Natural language processing

Information retrieval

Knowledge representation and reasoning

Deep analytics

Parallel and distributed computing

Machine learning

!

As solutions move up the cognitive maturity curve they transition from surfacing knowledge to advising users based on continuous learning

Curation Information is available in standardized

ways to enable learning & training.

Experts create new content in

standardized way to enable learning and

training.

Discovery Knowledge is easily accessible, from one

place, a place experts and beginners go

to find an answer.

Expertise A deep understanding of how the best

experts solve problems is available to

beginners, enabling rapid competency

Learning & Adaptation Automation and Curation complement

each other enable auto learning and

problem solving getting smarter

Sharing

Information

w/People

New discoveries

Through efficient

Consolidation &

Smart access

Encoded Expertise and

Smart Advisors access a

Combination of learning and

Diagnostics to solve problems

Validity (logically harmonized for knowledge)

Verified (expert approved)

Variety (many forms of knowledge)

Verbose (rich text repositories)

Adaptive solutions and processes

Allow for constant improving of

Metrics and problem solving abilities

10

Enhance Scale Accelerate

How can cognitive computing improve human performance?

11

Enhances the cognitive process of professionals to strengthen decision making

in the moment

Scales expertise by elevating the consistency and

objectivity of decision making across an

organization

Captures the expertise of the top performers and

accelerates the development of expertise in others

Cognitive use cases follow five common patterns

12

Helps

organizations

build stronger

relationships

with constituents

Helps people

create new

insights by

synthesizing

information

Helps users

make more

informed,

evidence-based

decisions

Helps users

evaluate

compliance of a

decision to

policies

Visually depict

and analyze data

for clear advice

Engagement Discovery Decision Policy Exploration

Law Enforcement/

Medical / Genology

Research

Clinical Trial

Matching/

Regulatory

Cancer Treatment

Symptoms/

Recommendations

360 degree view

and Content

Analytics

Call Centers &

Technical Support

Self Service Q&A

[13]

Cognitive can be easily applied to many functional areas

Complex workflows, ecosystem

partners, unstructured data

Engagement

complexity

Simple workflows,

single end user

structured data

Routine,

predictable, fact

finding

Expert, knowledge

intensive, judgment

based

Advice

complexity

• Loan origination

• Trade finance

• Financial supply

• Account opening

COLLABORATE

• Help desk

• Contact centre

• Inquiry transactions

• Maintenance transactions

• Loan close and fulfilment

AUTOMATE

• Product development

• Marketing

• Customer lifetime value

• Product profitability

• Business intrinsic value

INNOVATE

• Financial advice

• Retirement planning

• Trading support

• Fraud detection

• Underwriting

• Compliance

• Client prospecting

• Product management

AUGMENT

[14]

Fast

Follower Proven Industry

based offerings

Innovator Build your own

cognitive application

with APIs

Where to start?

First Mover Customised

Cognitive

Enterprise

Transformation

8 to 12 weeks

The Road to a Cognitive Enterprise

15

Ongoing Cognitive Enterprise

Use Case / Experiment

Fine Tune - PoV

Pilot / Beta

Starburst

Design Thinking Workshop

Engage Users Early

Build / Measure / Learn

Assess and Re-Loop

Core Cognitive Pilot Establish Success Metrics

Content / Train / Test

Integrate

Release in Small Batch Sizes

– Quickly

Measure and Re-loop

Business Domains Product Lines

Solutions

Market Segments

Business Functions Pre-Sales

Product / Solution Analysis

Configuration

Troubleshooting

Support Discovery

Users CSEs

Customers

Partners

Quick Hit / Validate (1day-2wks) 12 to 26 weeks

Experiment & Validate

Business Use Cases

Option 1

• Brainstorming Hypothesis • Analytic and cognitive insight • Understand the available data • Business value • Business processes impacted • Use case scoring • Identify best case(s)

• IBM shares marketplace trends, capabilities and case studies

• Ideas are Shared

• Execute the Proof of Value • Analyze Client Data against the

use case • Predict and Prescribe • Develop Dashboard • Prepare final Business case • Provide Communication

Document

• Determine Scope and Requirements for POV

• Review Available Data • Analyze Gaps • Determine Business Case

Metrics • Create Business Case • Determine POV Roadmap

Proof of Value

Readiness

Use Case Workshop

Visioning

1

2

3

4

Workshop Business/IT leaders and

SMEs

Proof of Value (Primary use case team

only, part-time)

Key business stakeholders POV Planning (Primary use case team

only, part-time) Internal

Gating

Draft

Use Cases

$0 Cost ~$200-350K

Purpose: Evaluate opportunities to apply cognitive computing to

business challenges involving large volumes of data,

primarily unstructured.

Build agility & speed-to-value reducing costs and

continuous process improvements.

Payoff & Why Now? Often the organization doesn't know what it already knows.

Cognitive systems expose the “collective wisdom" of the

organization held within unstructured data. This insight

strengthens decision making consistency & objectivity and

accelerates the development of expertise in junior staff.

Process: Embrace the G A P, think BIG, start small, learn fast and

cultivate a sense of urgency to gain a competitive edge.

Option 2

16

[17]

Hundreds of innovators are building with Watson and changing markets

Fantasy Football players reduce

research time, analyze more data

and get evidence-based

recommendation

Cuts legal research time

from hours to seconds

Virtual Medical Center for patients

with diabetes, PTSD, and other

conditions that require long term

management

Language and data insights help

transform research and analysis to

bring new products to market faster

One perfectly informed decision at

a time

Deeper Engagement

Hilton Hotel and IBM Watson teamed up to pilot a smart robot, dubbed Connie, that will act as a hotel concierge, answering

guests' questions and learning as it works.

Connie is designed to interact with hotel guests and answer questions about hotel amenities, local attractions and dining

options. https://www.youtube.com/watch?v=c91UwLDipkU

1

8

Change Products and Services

Powered by IBM Watson and Elemental Path's

Friendgine technology, the cloud-connected Dinosaurs are changing the way kids learn and

play. https://www.youtube.com/watch?v=ZwcdNJP3yjs

1

9

Scale Expertise

Watson for Oncology is trained by

the best doctors and can also read medical notes, MRIs and scientific research.

Results: Doctors from Bumrungrad International Hospital use Watson to bring the world’s best expertise to 1M+ patients in S.E. Asia.

20

[21]

Cognitive Oil & Gas

… one perfectly informed decision

at a time

Watson technology

culls through 30

years of Woodside’s

documented

knowledge.

Engineers augment

their expertise with a

virtual advisor,

“Lesson Learned.”

Each outcome is

added

to collective

knowledge, informing

future decisions.

G R O W K N O W L E D G E F R O M D A T A E N H A N C E E X P E R T I S E L E A R N A N D A D A P T

With Watson, Woodside Petroleum gains insights from 30 years of

data by asking questions in natural language

12x reduction in time to implement new

technology solutions

(7-10yrs to 7-10months)

Seconds to scan

28,000 documents each over 100 pages; the

equivalent of a human

reading 24hrs a day for 5.3

years

1,200 project

related questions put to Watson already

Woodside user desktop

“We have a big bank of knowledge from over 30 years of operations; all that engineering

expertise sits internally within the company, and is almost like a latent asset that we

need to bring to the forefront.“

Sr. VP Strategy, Science and Technology, Shaun Gregory .

23

Sudhir Mattoo HR Leader, Cognitive Solutions Units

IBM, Asia Pacific

Email: sumattoo@sg.ibm.com www.partnershiponai.org.